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Serious mix up with my eir mobile account/billing

  • 31-12-2018 6:20pm
    #1
    Robert80
    Registered Users Posts: 14 ✭


    Hi there,

    Once again, I'm having serious issues with eir billing. I'm being charged for the third time in a row for an unpaid direct debit fee. I rang up about it and you have credited me the first 2 times back for a total of 36.90, but yet again my new bill has the charge of 18.45.

    My account DOES NOT have direct debit setup, as I've already explained on the phone which was confirmed by a colleague of yours, hence the aforementioned credited amount.

    Now, the issue seems to be you're confusing my account with another, as any emails I have about the bill do not have my name but my mothers. My mother had an account with you on your old system which she cancelled with you around 4 years ago(which we also had serious issues with when cancelling, I'm only mentioning now as your system obviously has information getting confused in it). As a result, I believe the issue is that your old system and new system are getting confused with each other.

    I need to get this resolved quickly, as it's being going on for ages. Trying to get through to your phone lines takes anywhere from 30-60 mins. I don't have the time to deal with this like that as I work, nor the need for the stress or the cost of ringing your phone lines which I should be credited for. Can someone please sort this out asap?! I can pm any account details needed, or the emails I'm receiving for the bill with the wrong name.

    Best regards,

    Rob


Comments

  • #2
    Robert80
    Registered Users Posts: 14 ✭Robert80


    Any updates on this please?


  • #3
    eir: Kellie
    Closed Accounts Posts: 245 ✭✭eir: Kellie


    Robert80 wrote: »
    Hi there,

    Once again, I'm having serious issues with eir billing. I'm being charged for the third time in a row for an unpaid direct debit fee. I rang up about it and you have credited me the first 2 times back for a total of 36.90, but yet again my new bill has the charge of 18.45.

    My account DOES NOT have direct debit setup, as I've already explained on the phone which was confirmed by a colleague of yours, hence the aforementioned credited amount.

    Now, the issue seems to be you're confusing my account with another, as any emails I have about the bill do not have my name but my mothers. My mother had an account with you on your old system which she cancelled with you around 4 years ago(which we also had serious issues with when cancelling, I'm only mentioning now as your system obviously has information getting confused in it). As a result, I believe the issue is that your old system and new system are getting confused with each other.

    I need to get this resolved quickly, as it's being going on for ages. Trying to get through to your phone lines takes anywhere from 30-60 mins. I don't have the time to deal with this like that as I work, nor the need for the stress or the cost of ringing your phone lines which I should be credited for. Can someone please sort this out asap?! I can pm any account details needed, or the emails I'm receiving for the bill with the wrong name.

    Best regards,

    Rob
    Hi Rob,

    I apologise about the inconvenience caused to you by these errors.

    If you could PM me the following account details, I'd be more than happy to have a look into this for you.

    1) Account number
    2) Account name
    3) Are you the account holder?
    4) Your DOB

    5) Your full postal address

    ~Kellie


  • #4
    Robert80
    Registered Users Posts: 14 ✭Robert80


    Thanks Kellie. I've sent the details onto you. Please let me know of you need anything else.

    Thanks,

    Rob


  • #5
    Robert80
    Registered Users Posts: 14 ✭Robert80


    Hi Kellie,

    I've attached the screenshot of the email here as I can't attach it on a private message. Thanks.


  • #6
    eir: Kellie
    Closed Accounts Posts: 245 ✭✭eir: Kellie


    Robert80 wrote: »
    Hi Kellie,

    I've attached the screenshot of the email here as I can't attach it on a private message. Thanks.
    Thank you for that Robert80.

    I have responded to you via PM.

    ~Kellie


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  • #7
    Robert80
    Registered Users Posts: 14 ✭Robert80


    eir: Kellie wrote: »
    Thank you for that Robert80.

    I have responded to you via PM.

    ~Kellie

    Hi Kellie. My bill is back to normal now, so thank you for looking after that, but I haven't received a refund for the unpaid direct debit of 18.45. Can this be sorted out, please?


  • #8
    eir: Kellie
    Closed Accounts Posts: 245 ✭✭eir: Kellie


    Robert80 wrote: »
    eir: Kellie wrote: »
    Thank you for that Robert80.

    I have responded to you via PM.

    ~Kellie

    Hi Kellie. My bill is back to normal now, so thank you for looking after that, but I haven't received a refund for the unpaid direct debit of 18.45. Can this be sorted out, please?
    Hi there Robert80,

    I have just sent you a PM about this.

    ~Kellie


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